Customer Journey mapping is one of the hottest concepts in customer experience management. Many organizations who adopt this approach are challenged, however, to translate this customer-centric view into operational processes that improve results on a daily, weekly and monthly basis. The organizations that succeed add one more crucial capability that can translate a customer-journey understanding into customer-experience improvements and organizational effectiveness. In this talk we’ll review this capability and how leading organizations are employing it to leverage customer journey design thinking and bring it to life in their business.
Dale Weideman, Solutions Principal, Medallia